Platform and Developer

We are in the process of setting up automatic provisioning for users in Zendesk. using the Azure provisioning feature of the Zendesk enterprise application. But we are running into an issue where we need to pull multiple attributes as tags. Which is a problem as the provisioning tool only appears to accept one attribute to create as a tag. Has anyone else encountered this problem, and if so, how did you end up resolving the issue?

Hey there - I was curious if anyone has any experience with hyperlinking to related tickets in a Zendesk App – I have an app that shows links to related tickets. I'm using a `target=blank` param in the `<a>` tag. This opens a ticket into a new browser tab. It'd be nice if the ticket just popped open in a ticket tab in your existing zendesk support UX (within your existing browser tab).The Zendesk Linked Ticket app does this nicely. I inspected the app on my instance, but am not seeing any clues for how to handle the hyperlinking. 

Hello Zendesk,we are using your Android Support SDK version 5.1.1 (com.zendesk:support:5.1.1). We realized that this SDK is adding multiple permissions to our manifest file: <uses-permission android:name="android.permission.READ_MEDIA_IMAGES" />  <uses-permission android:name="android.permission.READ_MEDIA_VIDEO" />  <uses-permission android:name="android.permission.READ_MEDIA_AUDIO" /> They seem to be originating from this dependency that is included in the support one: com.zendesk.belvedere2:belvedere:3.0.5 As Google has announced stricter policies for these permissions we are looking to remove them from our app. (https://support.google.com/googleplay/android-developer/answer/14115180?sjid=14273193499129269152) We are not using any photo/video picking functionality through Zendesk, so we want to check if can we remove these permissions safely from our manifest without interfering with basic zendesk functionality?We also couldn't fi

Hello, I would like to know if a change can be made to the UI of the Support instance's RequestListActivity class, so that it works together with Zendesk messaging? If possible, I appreciate any help and advice, it is for the android SDK

Hello, I'm checking why when creating a chat with the classic Android SDK, the answerBOT responds to default messages, and the BOT AI that is created in the Zendesk account is not used?

Have a third-party app sending create ticket and update ticket requests to Zendesk.  I want to pass custom data with each comment added to the ticket.  Using the PHP SDK, don't know if the SDK is the issue or if it's the endpoint or what I'm trying to do.  Any ideas to pursue to get there?

Were our team not distributed, we'd use the functionalities outlined here to put our live data up on a monitor in our workspace for our team to see: Adding Alert Thresholds to Explore Widgets Since we are not co-located, we're looking for a way to set up alerts to our Slack channel when we have x number of chats or calls in our queue or our FRT has reached a certain value. Is there a way to make the live data from Explore talk to other tools? 

Hi!Is it possible to create a webhook that can insert an internal comment on a follow-up ticket that includes the original tickets Assignee, Group, and the date it was solved? 

Hello everyone,We have a custom application that automatically installs on our customers' Zendesk platforms from our specialized solution.To do this, via the API token obtained, we check that access is viable, that we are authorized as administrator and we can then call “/api/v2/apps/uploads” to send the zip file of the application.(see the doc : https://developer.zendesk.com/api-reference/ticketing/apps/apps/#upload-app-package).This works very well, EXCEPT for some of our customers who return a 403 error with no further information.Testing in Postman confirms the problem, as other API calls work correctly in administrator mode.After much research, this is incomprehensible. Does anyone think they can explain this phenomenon?Many thanks to all!J-Christophe from France.

Hello,  I'm in the pprocess of developing a zendesk aapplication.  I am aware you can set iinstall requirements through the manifest file but i cant workout how you configure post install aapplication settings page? E.g a page which changes the app style or buttons based on what the user selects.  Any ideas?  Thank you 

1. Is there any API from which we can get product access given to a User?2.  Is there any API to fetch plan or plan_type?3. How to identify which plan_type is for which product?

Hello When using Zendesk Chat SDK “Zendesk-SDK/5.0.3 iOS/17.5.1 Variant/Chat”, and feeding it a valid authenticator, we've noticed that when a chat is started while all agents are offline, the message sent by the user becomes pretty much anonymous, with no email attached to the user info in the ticket that is created. The token that comes back from our authenticator contains the user's email, so I am 100% certain about that as confirmed by decomposing the returned JWT. However, if agents are online, the user is marked as verified and email is attached to the ticket. Is this a bug in the Chat SDK for iOS? Thank you

I'm integrating the Messaging SDK to our Android app, where we will eventually move away from the old Chat SDK. I've received a JWT and I'm now attempting to call Zendesk.instance.login(jwt), but it fails. The response has this error body:{"error":{"code":"bad_request","description":"Invalid integrationId or platform."}} I've followed steps here: https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/android/advanced_integration/ What does this error mean?

I'm building an app with two parts: a React frontend for rendering the data, and a Python backend for generating it. I've been following this guide but can't get the JWT to work. According to the docs, it should be in the form data in a ‘token’ field, but there's no such field in the form data.  I have “signedUrls: true” in the manifest.json. According to the docs this is all that's needed for Zednesk to add the ‘token’ field to the form data. But it's not working. Is there something else that needs to happen when building a custom frontend? Is there another option for grabbing or generating the JWT? 

Hi,I'm sending a POST request in Node.js using client.request as shown below:However, the response status alternates between 406 if i use .json at the end and 200 if i dont use.json, but the data isn't being inserted. It works fine when using Postman.client.request({ url: `api/v2/users/${user.id}/identities`, type: "POST", contentType: 'application/json', data: JSON.stringify(data) });

Hello When an agent sends a message through the web portal to a user that has Zendesk Messaging SDK installed, messages sent by the agent and seen by the user aren't marked as read by the Messaging SDK and therefore won't get the double-checkmarks next to them as viewed by the agent. Is this a known bug? Thank you

I can't change user role from “end-user” to “agent” using user API Users | Zendesk Developer Docs. Is it even possible?

When we use API to update the ticket fields, we cannot update the fields when the fields are dropdown menu (selected from a list of pre-defined values)  If the field is free text, then we can use the API to update the value. May I check if this is intended? is it possible to update the ticket fields using API if they are dropdown menu? 

Hello, We are currently working on adding WhatsApp as one of our channels, we already have a regular business account, but we want to upgrade it to a Business API account, and we finished setting up our Meta business account, yet we are stuck on the Webhooks, is it true that we cannot create a WhatsApp API Business account internally and integrate it with Zendesk without a third-party?

Bug: Duplicate Media Attachments in Chat Use  https://github.com/zendesk/zendesk_sdk_demo_apps_android  zendesk_sdk_demo as example Current Zendesk version: implementation "zendesk.messaging:messaging-android:2.25.0", also reproducible in versions prior to 2.25.0. Bug reproducible in Android versions 7-12 (API level 25-32) and NOT reproducible in Android 13 (API level 33) and above. Steps (Minimal Scenario): Set up credentials and open the sample app. Press “Show conversation.” Tap "Attach file" and choose “Upload a file.” Tap the back button. Tap "Attach file" again and choose “Take a photo.” Confirm sending the file. Actual Result: Multiple files are attached in the chat instead of one.Expected Result: No duplicate files should appear in the chat.Repeating steps 3 and 4 will increase the number of attachments.  

The objective was to synchronize the "End user" field with an internal field with the same name for its field options. However, not all of the internal field's options can be made available to end users, so two separate fields were needed. While achieving this using multiple triggers is possible, it becomes cumbersome when there are more than 20 field options, as it would require creating 20 or more triggers for each option. Create a triggerin action notify webhook ( I used Update Manay API /api/v2/tickets/update_many.json)and in JSON body use this code{% if ticket.field_option_title_123456789 == "Option_A" %}{"tickets": [{ "id": {{ticket.id}}, "additional_tags": "product_option_a"}]}{% else %}{% if ticket.field_option_title_123456789 == "Option_B" %}{"tickets": [{ "id": {{ticket.id}}, "additional_tags": "product_option_b"}]}{% else %}{% if ticket.field_option_title_123456789 == "Option_C" %}{"tickets": [{ "id": {{ticket.id}}, "additional_tags": "current_option_c"}]}{% else %}{% i

Hi, I've built a custom app that makes simple calls to the Zendesk API. I'm using the Zendesk API with a token instead of directly on my Zendesk instance, as when doing it directly it follows the user restrictions.The problem we're having is that agents without access rights to all tickets (only to their own groups), can't change customer data, such as language, resulting in our dynamic content not properly working. Therefore I created a custom app which makes it able to change the language of a customer through the Zendesk API. In the custom app I've added a configuration field, called API token. "parameters": [ { "name": "admin_email", "type": "text", "required": true, "secure": false, "default": "admin_email@example.com" }, { "name": "api_token", "type": "text", "required": true, "secure": true } ] When installing this app through zcli, I'm asked to input the value for api_token, which I do.

Hello, I am looking to get the article attachment download count; I assume every time an attachment in an article is clicked on, the count is recorded somewhere. Is there any way to get this via API or even Explore?  We'd like to see how many times an attachment is downloaded because it means the user is engaged with the tutorial, as they need the attachment to proceed.  Thanks!

Hello I'm trying to connect voice flow to Zendesk in order to create tickets but I keep getting the error write EPROTO 1010F8ADFFFF0000:error:0A000410:SSL routines:ssl3_read_bytes:sslv3 alert handshake failure. I'm new to all of this and your help would be appreciated 

The Smooch_settings_notificationIntent override doesn't seem to work when application is launched from notification tap in quit state.To reproduce,replace<string name="Smooch_settings_notificationIntent">io.smooch.ui.ConversationActivity</string>with<string name="Smooch_settings_notificationIntent">com.yourapp.MainActivity</string>When app is in foreground/background, this override works just fine as the ConversationActivity is NOT launched directly on notification tap, but when app is in quit state, it doesn't respect the override and launches the ConversationActivity anyways.Reference docs: https://docs.smooch.io/guide/native-android-sdk/#notification-action-intent-override